Category: Voice Of Customer

Popular Workshops & Webinars on 'Continuous Improvement' for Service Industries

2/14/2019

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Increase Customer Satisfaction, Service Efficiency and Reduce Product Returns with Lean, Kaizen and Other Continuous Improvement Methodologies.

Popular Workshops & Webinars on Continuous Improvement Conducted by Dr. Shruti Bhat for Service-based Companies-

Kaizen process efficiency improvement expert certification course by Dr Shruti Bhat

visual management workshop by Dr Shruti Bhat

Workshop on kaizen for healthcare by Dr Shruti Bhat

Workshop on Kaizen masterclass by Dr Shruti Bhat

Lean for service industry workshop by Dr Shruti Bhat

Agile kaizen for improving sales and marketing workshop by Dr Shruti Bhat

About Shruti Bhat PhD, MBA, Certified Lean Six Sigma Black Belt

Dr. Shruti Bhat is an award-winning Business Excellence Leader, Global Continuous Improvement Mastermind, Best-selling Author and Speaker. She is Continuous Improvement Advisor to several start-ups, mid-size and growing firms in Canada, USA, India, Africa and Emerging markets. She has authored eight business books and is an invited speaker at several national and international conferences, symposia and workshops.

Follow Shruti on Twitter, Facebook, YouTube, LinkedIn

Keywords and Tags:
#Manufacturing #ContinuousImprovement #QualityImprovement #Innoworks #eLearning #ServiceIndustry #ShiftingParadigms #BPM #LeanManagement #KaizenLeaderMasterclass #LeanSixSigma #Kanban

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8 Steps to Becoming a Customer- Centric Organization.

7/5/2017

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Customer-centric approach comprises of sequential and collaborative efforts at understanding the voice of the customer (VoC).

8 steps to becoming a customer_centric organization

www.Innoworks.ca

There is only one valid definition of a business purpose: to create a customer
- Peter Drucker

Customer-centric approach comprises of:

Customer insights.
Customer focus.
Customer solutions.
Customer management.
Customer process.
Customer contact.
Customer loyalty.

In order to understand the customer, the surest and most efficient approach is to take the basic concept of business process mapping and re-modelling it in a certain way that provides a dedicated focus on the customer. This process is defined as “Customer mapping”.

The information arising out of customer mapping helps the company to improve or redesign its internal business processes that lead to the making of its product (or services).

Customer mapping allows a company to focus on the actions a customer must take in order to purchase its product (or services). That is, customer mapping provides the company with a complete overview of its customer’s journey. The company can then evaluate and devise ways to determine what it can do to enhance the perceived value of its goods (i.e. product or services).

The customer map also helps identify unnecessary actions a customer must take to buy its product, as well as redundancies, wasted time and rework that diversely affect the customer’s buying behavior.

Following 8 steps facilitate to become a Customer- Centric organization-

Define your target customers.
Learn how customers feel and perceive your company.
Align technology, process, products and services to customer needs.
Map and improve customer journey.
Engage leadership and staff in the customer mapping activity.
Transform your organizational culture and reward systems.
Measure your performance using customer centric KPIs.
Incorporate customer feedback into process and product (or services) innovation and design.

Follow Shruti on Twitter, Facebook, YouTube, LinkedIn

#ContinuousImprovement #Innovation #BusinessProcessManagement #LeanInnovation #BPM #LeanManagement #VOC #VoiceofCustomer #CustomerCentric #CustomerManagement

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5 Attributes for Customer-Centric Innovation.

6/3/2016

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Customer-centric innovation as a concept isn't new to us. It has been in our business lives all along. As a customer we always feel special when the shopkeeper customizes our order. And we always visit that store just to check what's happening out there i.e. even when we don't step out to shop with an agenda. The bottom-line: Customer-centric approach breeds customer loyalty, increases market share and profit.

5 attributes of customer_centric innovation

Customer-centric approach previously was limited to shopfront. Customer-centric approach is now backward integrated into innovation and product development phase- termed as customer-centric innovation. The aim being- delight customers with products customized to their needs. The old adage- Goods custom-made are half sold, is so true. Today, customer-centric innovation is practised in manufacturing and service organizations.

Customer- centric innovation begins with a customer- centric approach and includes-

Customer insight.
Customer focus.
Customer solutions.
Customer management.
Customer process.
Customer contact.
Customer loyalty.

The key here is that- companies must identify the first task a customer must do to initiate purchase of its product and effectively map the entire process of the customer’s journey to its product (or services).

Next in sequence is to focus on various customer touch points such as- offices, stores, billing or invoicing, phone, emails, media, marketing, events, internet, social media sites, sales staff interactions, social groups, word of mouth etc.

A customer may state in general terms- better, quicker, dependable. Customer-centric innovation calls for deeper understanding of the customer’s needs, to delve into a wider scope of that need, evaluate the unmet need and design your product (or services) accordingly.

For example, a customer states- 'he wants to buy insurance'. For a customer-centric innovator company, this statement means- the customer is actually not “buying insurance” rather “obtaining protection”. The wider scope of “obtaining protection” ignites more ideas for the insurance company to build more service solutions and features into their products, than “buying insurance” might have brought to light, see what I mean?

Here are 5 attributes to successfully attain customer-centric innovation:

Customer delight: Engage with customer from Get Go.
Listen to the customer: Bring forth customer commitment top down. Inculcate and nurture customer centric workplace culture. Recognize the customer across all levels of the business.
Find unmet customer need: Design policies and business processes from customer’s point of view. Measure what matters to customers.
Think inside the box: Scattered brainstorming doesn’t work. Both Research as well as Development has to be strategic.
Create products and services as per customer demands. i.e. Design and Develop products based on the unmet customer need.

Lastly but not the least, encourage customer feedback. Change customer satisfaction to a state of customer delight. This alone shall differentiate your product (or service) from being "one among many" to your customer’s "preferred choice"

Follow Shruti on Twitter, Facebook, YouTube, LinkedIn

#ContinuousImprovement #InnovationManagement #Kanban #CustomerCentric #VoiceofCustomer

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Popular Workshops & Webinars on 'Continuous Improvement' for Service Industries

Increase Customer Satisfaction, Service Efficiency and Reduce Product Returns with Lean, Kaizen and Other Continuous Improvement Methodologies.

Popular Workshops & Webinars on Continuous Improvement Conducted by Dr. Shruti Bhat for Service-based Companies-

For brochures and other details Contact Us

8 Steps to Becoming a Customer- Centric Organization.

There is only one valid definition of a business purpose: to create a customer
- Peter Drucker

5 Attributes for Customer-Centric Innovation.

New Book Released!

Shruti's YouTube Channel ...

Blog Categories

Shruti's books...

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Popular Workshops & Webinars on 'Continuous Improvement' for Service Industries

Increase Customer Satisfaction, Service Efficiency and Reduce Product Returns with Lean, Kaizen and Other Continuous Improvement Methodologies.Popular Workshops & Webinars on Continuous Improvement Conducted by Dr. Shruti Bhat for Service-based Companies-

For brochures and other details Contact Us

8 Steps to Becoming a Customer- Centric Organization.

There is only one valid definition of a business purpose: to create a customer - Peter Drucker

5 Attributes for Customer-Centric Innovation.

New Book Released!

Shruti's YouTube Channel ...

Blog Categories

Shruti's books...

​Micro-Learning​Partner

Publishing Partner

Wellness​Partner

Increase Customer Satisfaction, Service Efficiency and Reduce Product Returns with Lean, Kaizen and Other Continuous Improvement Methodologies.

Popular Workshops & Webinars on Continuous Improvement Conducted by Dr. Shruti Bhat for Service-based Companies-

There is only one valid definition of a business purpose: to create a customer
- Peter Drucker

Micro-Learning
Partner

Wellness
Partner